/ IntraHealth
PERSON SPECIFICATION – RECEPTIONIST/ADMINISTRATOR APPRENTICE
Category / Essential / Desirable
Education /
  • Good level of general education or experience

Experience /
  • Experience working in an receptionist/administrative role
/
  • Experience working on Clinical Computer systems

Attitudes /
  • Capacity to work calmly under pressure and to deadlines
  • Conscientious
  • Attention to detail
  • Self-starter
  • Flexible and proactive attitude
  • Enthusiasm for the role
  • Flexible approach to work, in line with the needs of the service such as evening or weekend working as necessary
  • Able to work as part of a team

Skills and Abilities /
  • Effective communicator, with the ability to liaise appropriately at all levels
  • Proficient in the use of computerised systems (Microsoft Word and Excel) to a level to enable the production of high standard of work
  • Demonstrable team working skills
  • Very good interpersonal skills
/
  • Process management

JOB DESCRIPTION –RECEPTIONIST / ADMINISTRATOR APPRENTICE
Job Title: / RECEPTIONIST/ADMINISTRATOR APPRENTICE
Responsible to: / PRACTICE MANAGER
Place of Work: / PARKGATE MEDICAL PRACTICE
Job Summary
  • To provide a high standard of patient service.
  • To have thorough knowledge of practice procedures and to work in accordance of written protocols.
  • Provide general assistance to the practice team to both clinical and non clinical.
  • Project a positive and friendly image to patients and other visitors, either in person or via the telephone.
  • Receive, assist and direct patients in accessing the appropriate service or healthcare they require.
  • Resolve queries/problems from patients, clinicians and associated staff.
  • Deal with external agencies such as other practices, secondary care and 3rd party organisations.
  • To ensure the provision of a high quality patient service within a safe, efficient working environment by providing effective support to clinicians and staff.
  • Undertake all clerical, reception and administration duties applicable to the medical practice.

Duties and Responsibilities
Clinical Practice
To ensure that all statutory requirements outlined in the IntraHealth personnel procedures and policies are personally adhered to.
To be familiar with and conform to responsibilities under the Data Protection Act as identified by IntraHealth.
To undertake duties as necessary, in line with the changing needs of the company. To participate in the annual appraisal and knowledge and skills framework profiling process. Any necessary training will be provided.
Acts in a way that acknowledge individuals rights to make their own decision and recognise their responsibilities.
Facilitates others to identify their current level of knowledge and skills, their learning needs and best practice.
To support others in the development and application of knowledge and skills in practice
Identify resource issues which affect learning, development and performance and alerts the appropriate managers.
Delivering a quality service
The post-holder will strive to maintain quality within the Practice, and will:
  • Alert other team members to issues of quality and risk
  • Assess own performance and take accountability for own actions, either directly or under supervision
  • Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
  • Work effectively with individuals in other agencies to meet patient’s needs
  • Effectively manage own time, workload and resources
Overview
  • Opening/closing premises.
  • Preparing /organising rooms i.e. stock replenishment and ensuring an adequate supply of stationery is at hand for clinicians.
  • Ensuring the reception area is tidy, safe and welcoming.
  • Making appointments for health care professionals using the surgery premises.
  • Dealing with External agencies – e.g. District Nurses, Health Visitors, secondary care, 3rd sector organisation and Primary Care Bodies.
  • Greeting and directing patients on arrival and checking patients them into their appointments.
  • Dealing with patient’s general/routine enquiries and requests.
  • Answering telephones – receiving and forwarding messages.
  • Making patient appointments and giving appointment cards.
  • Registering new patients, temporary residents, emergency patients and those requiring immediate necessary treatment.
  • Arranging appointments for medicals and other non-routine appointments.
  • Ordering emergency ambulances and distribution of correct telephone number for routine ambulance bookings.
  • Dealing with requests for home visits, taking accurate information and entering the information onto the medical system.
  • Making and dealing telephone calls as required.
  • Dealing with requests and handing out repeat medication prescriptions.
  • Open and distribute internal & external Mail.
  • Posting of letters and parcels.
  • Taking specimen samples to collection point.
  • Receive and action messages for internal and external members of staff
  • Ensure information regarding any urgent or unresolved matters are passed to the appropriate person/line manager at the end of your working hours.
  • Emptying pathology lab results bag.
  • Date stamping results and appropriate filing of information.
  • Filing of medical records, letters and test results.
  • Ordering and sorting of the medical records and their maintenance (replacing worn out covers etc.) where necessary.
  • Keeping all data on the medical system up-to-date.
  • Recording and checking answering machine throughout the day.
  • Entering patient information onto the computer in a timely and accurate manner.
  • The handing out of letters, completed forms, completed passport applications, specimen bottles, self-certifications forms.
  • Accepting requests for the completion of forms, e.g. hospital pre-admission drug check lists, private health insurance claim forms, passports, etc. (checking if there is a fee payable, informing the patient of the charge).
  • Taking and receiving payments for services, e.g., insurance claims.
  • Ensuring petty cash items are recorded on patient notes and entered correctly in the income or expenditure columns.
  • Summarization of patient’s medical records on the medical system.
  • Scanning documentation into the patients medical records.
  • Utilising clerical and secretarial skills to ensure that letters/referrals/medical reports are undertaken in a timely manner (if required/applicable).
  • Utilising Choose and Book (if required/applicable).
  • Utilising ICE or other systems (if required/applicable).
  • To assist with target led areas: QOF, KPI’s, DES, LES and NES etc.
  • The handling of complaints in line with company procedure.
No Smoking
IntraHealth has a No Smoking policy. All Health Service premises are considered as non-smoking zones, other than designated smoking areas. There will be a strict no-smoking policy within the company premises.
Core Competencies
Technical Competencies
  • Competent at word, excel etc.
  • Attention to accuracy
Management Competencies
  1. Teamwork
  2. Flexibility
  3. Achievement Motivation
  4. Risk Awareness
  5. Health & Safety Awareness
Personal/professional Development
  • Participate in training programmes as part of your personal and professional development
  • Take responsibility for own development, learning and performance, demonstrating skills and activities to others undertaking similar work.
Managing Tasks / Projects
  • Ensuring tasks and duties are performed within clearly defined time quality standards
Managing Information / Data
  • Compiling and processing, supplying information and data to both internal and external contacts whilst ensuring confidentiality is maintained where appropriate.
Communications
  • High level of verbal and written communication skills
  • Information sharing with other professionals
Confidentiality and data protection
  • Attention is drawn to the confidential nature of information collected within the immunisation service and the storing of personal information for data protection.
Health and Safety
  • The post holder is required to take reasonable care for the health and safety of themselves and other persons who may be affected by their acts or omissions at work. The post holder is also required to co-operate with their employing body to ensure that statutory and departmental regulations are adhered to.